Oakland County Department of Information Technology Project Scope and Approach

Transcription

1 Oakland County Department of Information Technology Project Scope and Approach Project Name: EDCA SalesForce Integration Improvements Project ID: Leadership Group: Finance Admin Group Department: Economic Dev & Comm Affairs Division: Economic Dev & Comm Affairs Project Sponsor: Irene Spanos Date Requested: 3/15/216 PM Customer No. 191 Request Type: New Development Enhancement Customer Support Planned System Maintenance or Upgrade IT Team Name: and GIS IT Team No: 1 Project Manager/Leader: Dennis Faustich Account Number: 956 Account Description: PEDS Cust/System Support Customer Name: Economic Dev & Comm Affairs Grant Funded? Yes No Mandate? Yes No Mandate Source: Project Goal To implement SalesForce integrations, so that the Economic Development and Community Affairs department can expand on the use of Salesforce through technical enhancements and integrations. Business Objective To have IT support SalesForce technical enhancements and integrations for the successes of Oakland County s Emerging Sectors and Economic Development Programs. This will allow staff to maintain customer data and improve departmental workflows. SalesForce is currently the department s business contact management system that is also used for reporting and analysis. Major Deliverables Detailed Project Plan RFP for Backup solution Select Vendor Create System Design Document Implement Secure Authentication solution Implement Backup and Recovery solution Implement GovDelivery Integration solution Develop new Form for Integration with Salesforce Create User Acceptance Test Plan Complete UAT Implementation Plan Training Disaster Recovery Toolkit Service Center Knowledge Documents Form Rev. 11/5/215 Page 1 Project Rev. 6/27/216

2 Oakland County Department of Information Technology Project Scope and Approach Project Name: EDCA SalesForce Integration Improvements Project ID: Approach Develop Detailed Project Plan Develop Security, Backup and Integration requirements RFP for Backup solution Contract Negotiation Design/Procure Backup and Recovery solution Document system architecture and diagram Conduct Tech Review Implement Secure Authentication solution Implement Backup and Recovery solution Implement GovDelivery Integration solution Develop new Form for Integration with Develop User Acceptance Test Plan Test Integrations Acquire User Acceptance Sign off Conduct Change Control Develop User Documentation, SLA, Disaster Recovery Toolkit, Service Center Knowledge Documents Train users on new system Release new system into production Research & Analysis Gartner Research Recommendation Reduce Risk and Increase Speed Using Gartner's Guide for Salesforce.com Implementation Partners Business complexity relates to the extent to which the implementation is tied to business change and transformation, as well as the breadth of impact on business operations. It's imperative to understand that SaaS software in general, inclusive of Salesforce, brings a predefined set of functions, processes and implied workflows to which a business must compromise and adapt. The level of compromise, number of systems interfaces, business units and users, in addition to the amount of workflow redesign, all contribute to complexity. Technical complexity. Salesforce is rarely implemented as a stand-alone application, rather it is integrated with other on-premises applications and SaaS applications. Additionally, the data needed for CRM applications comes from many sources and formats and the information architectures, extraction, cleansing, migration and interfaces are just as critical and complex as other applications. Data and system integration capabilities. The single biggest cost factor that drives the largest variability in the overall total cost of ownership is the level of data and system integration required. All Salesforce implementations typically require both data cleansing Form Rev. 11/5/215 Page 2 Project Rev. 6/27/216

3 Oakland County Department of Information Technology Project Scope and Approach Project Name: EDCA SalesForce Integration Improvements Project ID: and migration work, as well integration with other business applications to ensure end-toend business processes and mobile workflow. Given the potential costs and variability, it is critical that organizations diligently evaluate service providers' depth of understanding and experience with their particular technology solutions and datasets. Depth of integration with Salesforce methodology and tools. All service providers have their own methodology, tools, accelerators and intellectual property related to Salesforce implementations. Above and beyond their own investment, many providers have also blended their own proprietary approaches with Salesforce methodology. This iterative methodology is designed for the Salesforce product and has been tested over many implementations. NACo Application Store Research yielded no results Benefits See Return on Investment (ROI) Analysis Document Impact Number of Users 25 Divisions EDCA Leadership Groups Finance Admin Risk Business Environment Technical Environment Low Little or no impact Medium - Previously implemented technologies with new aspects and/or new requirements. Assumptions Staffing IT Staffing: resources will be available for the hours indicated per the attached project plan. Other Staffing: additional staffing will be available as follows: Role: Name Hours per Day Project Sponsor: Irene Spanos As needed SalesForce Admin Nancy Nagy As needed Form Rev. 11/5/215 Page 3 Project Rev. 6/27/216

4 Oakland County Department of Information Technology Project Scope and Approach Project Name: EDCA SalesForce Integration Improvements Project ID: SalesForce Admin Allan Robbins As needed Facilities Technical SalesForce Application will be hosted in Cloud GovDelivery will remain hosted in the Cloud DUO Authentication will be used for secure login No new accounts or licenses will be needed for GovDelivery egov team will remain GovDelivery Admins Funding Other MEDC currently provides the funds for SalesForce Licenses for EDCA, but it will be transitioning to EDCA outside of this project. Priority Constraints Exclusions EDCA will continue to support and play the role of database administrator of Salesforce Application Form Rev. 11/5/215 Page 4 Project Rev. 6/27/216

5 Oakland County Department of Information Technology Project Scope and Approach Project Name: EDCA SalesForce Integration Improvements Project ID: PROJECT PHASE AUTHORIZATION Phase(s): Project Management, Define Business Requirements, Design System Architecture, Develop Application, Implementation and Post Implementation Total Estimated Application Services Hours: 84 Cost: $115,56 Total Estimated Technical Systems Hours: 48 Cost: $6,348 Total Estimated CLEMIS Hours: Cost: Total Estimated Internal Services Hours: Cost: IT Application Services Division Manager Approval: IT Technical Systems Division Manager Approval: IT CLEMIS Division Manager Approval: IT Internal Services Division Manager Approval: Date: Date: Date: Date: IT Management Approval: Approved: Yes No Date: Reason: Project Sponsor Approval: Title: Date: PROJECT SUMMARY Authorized Development (see above) Hours: Cost: Preliminary Estimated Development for Future Phases Hours: Cost: Grand Total Estimated Development Hours: 888 Cost: $121,854 Form Rev. 11/5/215 Page 5 Project Rev. 6/27/216

6 Oakland County Department of Information Technology Project Scope and Approach Project Name: EDCA SalesForce Integration Improvements Project ID: Customer Acceptance of Product: PROJECT COMPLETION AUTHORIZATION Title: Project Office Review: Date: Date: Form Rev. 11/5/215 Page 6 Project Rev. 6/27/216

7 3.1 - Provide an Enhanced Application Service Offering Information Technology Strategic Plan Alignment - EDCA SalesForce Integration Improvements Increased application integration and standardization through web services Integrate mobility and location based services in business applications Promote and utilize shared services through the use of cloud technologies to offset costs and expand product offerings to customers X X Increase the agility and responsiveness of business units by expanding customer analytics Leverage the County's web presence as a branded consolidated point of access to all County information and services Centralize and standardize identity and access management for all applications and content Improve the quality, reliability, and availability of all applications X Enhance ability to provide effective and timely customer service Advance the use of IT Library (ITIL) best practice framework for IT Service Management Implement Configuration Management Database to better identify IT Assets Provide a high-quality training program to empower employees through technology Utilize a formalized customer communication plan Build IT Staff expertise through professional development Expand capacity through ongoing organization review and right sourcing Implement a Standardized Strategy Deliver services using a standardized shared technology infrastructure whereever possible Implement a consolidated security management strategy Develop and implement a policy for personally owned devices and services X Improve service availability through network design and management strategies Enhance capacity planning and recovery management strategies Adopt an enterprise architecture approach to technology planning, design, and implementation Run Date 6/24/216 Page 1 of 1

8 Project Summary Description Year 1 Year 2 Year 3 Year 4 Year 5 Year 6 Total Benefits/Savings: Tangible Benefits Subtotal: Cost Avoidance Subtotal: 135, , , , , ,16 876,99 Costs: Development Services Subtotal: 122,347 9,95 1,248 1,556 1,872 11, ,172 Subtotal: Software Subtotal: 1, 1, Subtotal Training Subtotal: Other Subtotal: Annual Statistics: Annual Total Savings 135, , , , , ,16 876,99 Annual Total Costs 132,347 9,95 1,248 1,556 1,872 11, ,172 Annual Return on Investment 3, , , , , , ,738 Annual Costs/Savings Ratio 97.62% 7.13% 7.13% 7.13% 7.13% 7.13% Project Cumulative Statistics: Cumulative Total Savings 135, ,23 419,27 567, , ,99 876,99 Cumulative Total Costs 132, , , ,11 173, , ,172 Cumulative Return on Investment 3, ,96 266,482 44,65 545, , ,738 Cumulative Cost/Savings Ratio 97.62% 51.71% 36.4% 28.76% 24.17% 21.12% 21.12% Year Positive Payback Achieved Year 1 Year 1 State or Federal Mandate? Signatures: Benefits Reviewed By Project Sponsor Date: Costs (including IT Resources) Reviewed By Information Technology Project Manager Date: EDCA_SalesForce_Integration Improvements_ROI_v2.xlsx/Project Summary Page 1 REV: February 24, 212

9 Savings Detail Benefit/Savings Description Project Savings Category Budget Category/Funding Source Unit Desc Units Rate per Unit Total Savings Annual Multiplier Time savings for staff using SalesForce with enhanced integrations Cost Avoidance 2, ,4 1.3 Time savings by using EventBrite and GovDelivery for better collaboration Cost Avoidance ,2 1.3 More secure application Authentication Intangible Benefit A marketing database will help increase the attendance at EDCA coordinated events and increase impacts of our activities Intangible Benefit Ability to run reports on customers to better understand their needs and help with project/program development. Intangible Benefit One Stop Business Center & Business Counceling Request 332 registrations online saving 1 hr per /registration Cost Avoidance , Management of communications for Medical Main Street and tech248 groups Cost Avoidance 1, 24 24, 1.3 EDCA_SalesForce_Integration Improvements_ROI_v2.xlsx/Savings Detail Page 2 REV: February 24, 212

10 Savings Detail Benefit/Savings Description Project Savings Category Affects Project ROI? Potential Savings Extensions Y1 Y2 Y3 Y4 Y5 Y6 Y1 Y2 Y3 Y4 Y5 Y6 Time savings for staff using SalesForce with enhanced integrations Cost Avoidance Time savings by using EventBrite and GovDelivery for better collaboration Cost Avoidance x x x x x x 92,4. 95, , , , , x x x x x x 11,2. 11, , , , , More secure application Authentication Intangible Benefit A marketing database will help increase the attendance at EDCA coordinated events and increase impacts of our activities Intangible Benefit Ability to run reports on customers to better understand their needs and help with project/program development. One Stop Business Center & Business Counceling Request 332 registrations online saving 1 hr per /registration Management of communications for Medical Main Street and tech248 groups Intangible Benefit Cost Avoidance Cost Avoidance x x x x x x 7,968. 8,27.4 8, , , ,237.1 x x x x x x 24,. 24,72. 25, , , , EDCA_SalesForce_Integration Improvements_ROI_v2.xlsx/Savings Detail Page 3 REV: February 24, 212

11 Savings Summary Benefit/Savings Description Year 1 Year 2 Year 3 Year 4 Year 5 Year 6 Total Tangible Benefit: Tangible Benefits Subtotal: Cost Avoidance: Time savings for staff using SalesForce with enhanced integrations 92,4 95,172 98,27 1,968 13,997 17, ,681 Time savings by using EventBrite and GovDelivery for better collaboration 11,2 11,536 11,882 12,239 12,66 12,984 72,446 One Stop Business Center & Business Counceling Request 332 registrations online saving 1 hr per /registration 7,968 8,27 8,453 8,77 8,968 9,237 51,54 Management of communications for Medical Main Street and tech248 groups 24, 24,72 25,462 26,225 27,12 27, ,242 Cost Avoidance Subtotal: 135, , , , , ,16 876,99 Intangible Benefit: More secure application Authentication A marketing database will help increase the attendance at EDCA coordinated events and increase impacts of our activities Ability to run reports on customers to better understand their needs and help with project/program development. Savings Total: 135, , , , , ,16 876,99 EDCA_SalesForce_Integration Improvements_ROI_v2.xlsx/Savings Summary Page 4 REV: February 24, 212

12 Cost Detail Cost Description Project Cost Category Budget Category/Funding Source Unit Desc Units Rate per Unit Total Cost Annual Multiplier Affects Project ROI? Y1 Y2 Y3 Y4 Y5 Y6 IT Hours - New Development Development Svcs ,347 x IT Hours - System Maintenance Development Svcs , x x x x x IT Hours - Customer Support Development Svcs , x x x x x IT Hours - Planned Maintenance Development Svcs , x x x x x User Hours - New Development Development Svcs User Hours - PTNE/OT Development Svcs Contractor Professional Services Development Svcs PC System - Acquisition 814 PC System - Maintenance 2,34 Notebook - Acquisition 1,223 Notebook - Maintenance 2,372 Tablet Notebook - Acquisition 2,12 Tablet Notebook - Maintenance Laserprinter - Acquisition 1,432 Laserprinter - Maintenance 1,14 Image Workstations - Acquisition Image Workstations - Maintenance 3,496 PC Maintenance User Owned 2,34 Printer Maintenance User Owned 1,72 Package Software - Acquisition Software EA 1 1, x Package Software - Maintenance Software Business Objects Access Software Term Emulation SFTW-Acquisition Software Term Emulation SFTW-Maintenance Software Server - Acquisition/Upgrade Server - Maintenance 36 Server Sftwre - Acquisition/Upgrade 335 Server Sftwre - Maintenance Server Rack Mount 4 MS SQL Server Standard Per Processor - Includes Year 1 Maintenance 4,725 MS SQL Server Standard Per Processor - Year 2 and Beyond 946 EDCA_SalesForce_Integration Improvements_ROI_v2.xlsx/Cost Detail Page 5 REV: February 24, 212

13 Cost Detail Cost Description Project Cost Category Budget Category/Funding Source Unit Desc Units Rate per Unit Total Cost MS SQL Server Enterprise Per Processor - Includes Year 1 Maintenance 19,693 MS SQL Server Enterprise Per Processor - Year 2 and Beyond 3,939 Websphere Basic Per Processor Single/Dual Core - Includes Year 1 Maintenance 3,56 Websphere Basic Per Processor Single/Dual Core - Year 2 and Beyond 71 Websphere ND Per Processor Single/Dual Core - Includes Year 1 Maintenance 13,18 Annual Multiplier Affects Project ROI? Y1 Y2 Y3 Y4 Y5 Y6 Websphere ND Per Processor Single/Dual Core - Year 2 and Beyond 2,635 SSL Certificate 845 Internet Access 18 Project Staff Training Training User Training Training App Code Directories on Consolidated IIS Server (Virtual) ANN 415 Database (5 GB) on Consolidated SQL Instance Server ANN 93 Database Instance (125 GB DB) on Consolidated SQL Server ANN 2,395 Database SQL Maint Server ANN 834 Database SQL Server Physical ANN 19,158 DB Maintenance (Annual Cycle $61) ANN 61 DB Maintenance (Semi-Annual Cycle $122) ANN 1,22 DB Maintenance (Semi-Annual Cycle $244) ANN 2,44 Dedicated Virtual Server ANN 4,15 EDCA_SalesForce_Integration Improvements_ROI_v2.xlsx/Cost Detail Page 6 REV: February 24, 212

14 Cost Detail Cost Description Project Cost Category Budget Category/Funding Source Unit Desc Units Rate per Unit Total Cost File Space (1GB) ANN 173 Internet Bandwidth per MB ANN 75 DB Instance Setup 976 DBA MS SQL Database Creation on Exisitng Instance 366 DBA MS SQL Installation and Instance Creation (1hrs) 1,22 DBA MS SQL Instance Creation on Consolidated or Existing Server (8hrs) 976 Server Admin App Code Virtual Directory Setup (1hr) 122 Server Admin Install Physical Server / Install OS (12hrs) 1,464 Server Admin Virtual Machine Creation (5hrs) 61 Annual Multiplier Affects Project ROI? Y1 Y2 Y3 Y4 Y5 Y6 EDCA_SalesForce_Integration Improvements_ROI_v2.xlsx/Cost Detail Page 7 REV: February 24, 212

15 Cost Detail Cost Description IT Hours - New Development IT Hours - System Maintenance IT Hours - Customer Support IT Hours - Planned Maintenance User Hours - New Development User Hours - PTNE/OT Contractor Professional Services PC System - Acquisition PC System - Maintenance Notebook - Acquisition Notebook - Maintenance Tablet Notebook - Acquisition Tablet Notebook - Maintenance Laserprinter - Acquisition Laserprinter - Maintenance Image Workstations - Acquisition Image Workstations - Maintenance PC Maintenance User Owned Printer Maintenance User Owned Package Software - Acquisition Package Software - Maintenance Business Objects Access Term Emulation SFTW-Acquisition Term Emulation SFTW-Maintenance Server - Acquisition/Upgrade Server - Maintenance Server Sftwre - Acquisition/Upgrade Server Sftwre - Maintenance Server Rack Mount MS SQL Server Standard Per Processor - Includes Year 1 Maintenance MS SQL Server Standard Per Processor - Year 2 and Beyond Project Cost Category Development Svcs Development Svcs Development Svcs Development Svcs Development Svcs Development Svcs Development Svcs Software Software Software Software Software Potential Cost Extensions Y1 Y2 Y3 Y4 Y5 Y6 122,347. 1, , , , , , , , , , , , , ,16.4 3, ,. EDCA_SalesForce_Integration Improvements_ROI_v2.xlsx/Cost Detail Page 8 REV: February 24, 212

16 Cost Detail Cost Description MS SQL Server Enterprise Per Processor - Includes Year 1 Maintenance MS SQL Server Enterprise Per Processor - Year 2 and Beyond Websphere Basic Per Processor Single/Dual Core - Includes Year 1 Maintenance Websphere Basic Per Processor Single/Dual Core - Year 2 and Beyond Websphere ND Per Processor Single/Dual Core - Includes Year 1 Maintenance Project Cost Category Potential Cost Extensions Y1 Y2 Y3 Y4 Y5 Y6 Websphere ND Per Processor Single/Dual Core - Year 2 and Beyond SSL Certificate Internet Access Project Staff Training Training User Training Training App Code Directories on Consolidated IIS Server (Virtual) Database (5 GB) on Consolidated SQL Instance Server Database Instance (125 GB DB) on Consolidated SQL Server Database SQL Maint Server Database SQL Server Physical DB Maintenance (Annual Cycle $61) DB Maintenance (Semi-Annual Cycle $122) DB Maintenance (Semi-Annual Cycle $244) Dedicated Virtual Server EDCA_SalesForce_Integration Improvements_ROI_v2.xlsx/Cost Detail Page 9 REV: February 24, 212

17 Cost Detail Cost Description File Space (1GB) Internet Bandwidth per MB DB Instance Setup DBA MS SQL Database Creation on Exisitng Instance DBA MS SQL Installation and Instance Creation (1hrs) DBA MS SQL Instance Creation on Consolidated or Existing Server (8hrs) Server Admin App Code Virtual Directory Setup (1hr) Server Admin Install Physical Server / Install OS (12hrs) Server Admin Virtual Machine Creation (5hrs) Project Cost Category Potential Cost Extensions Y1 Y2 Y3 Y4 Y5 Y6 EDCA_SalesForce_Integration Improvements_ROI_v2.xlsx/Cost Detail Page 1 REV: February 24, 212

18 Cost Summary Cost Description Year 1 Year 2 Year 3 Year 4 Year 5 Year 6 Total Development Services: IT Hours - New Development 122, ,347 IT Hours - System Maintenance 1,421 1,464 1,58 1,553 1,6 7,546 IT Hours - Customer Support 5,686 5,856 6,32 6,213 6,399 3,186 IT Hours - Planned Maintenance 2,843 2,928 3,16 3,16 3,2 15,93 User Hours - New Development User Hours - PTNE/OT Contractor Professional Services Development Services Subtotal: 122,347 9,95 1,248 1,556 1,872 11, ,172 : Subtotal: Software: Package Software - Acquisition 1, 1, Software Subtotal: 1, 1, : Subtotal Training: Training Subtotal: Other: Other Subtotal: Costs Total: 132,347 9,95 1,248 1,556 1,872 11, ,172 EDCA_SalesForce_Integration Improvements_ROI_v2.xlsx/Cost Summary Page 11 REV: February 24, 212

19 Assumptions Date Assumption Description Time savings for staff using SalesForce with enhanced integrations(22 emplyees x 2 hr /week x $42 (average employee hourly rate) = $ Mar-16 x 5 weeks / yr = $92,4) Time savings by using EventBrite and GovDelivery for better collaboration ( $27.75 x 2 employees = $55.5 multiplied by 4 hours = $222 per 17-Mar-16 week x 5 weeks = $11,1) One Stop Business Center & Business Counceling Request 332 registrations online saving 1 hr per $24 (average employee 21-Mar-16 hourly rate) equals $7,968 in savings Management of communications for Medical Main Street and tech248 groups (Approx 1+members) 1 hour per member per $24 21-Mar-16 per equals $24, in savings per year 24-Jun-16 Cost Detail for Back up solution is unknown but Salesforce does offer an Export solution for backing up data that could be used. EDCA_SalesForce_Integration Improvements_ROI_v2.xlsx/Assumptions Page 12 REV: February 24, 212